I'm responsible for the day to day running of the hotel. So all the deparment managers of each
department, for instance, the restaurant, or conference and banqueting or housekeeping,
report to me. It's my role to set them objectives which they all carry out in their departments
which basically all lead to the hotel objectives.

Being part of a brand there are certain standards we have to conform to. We have to provide certain services,
such as 24 hour room service and we have to have 24 hour porterage and we have to have 24 hour valet as well.
It's my role to ensure these standards are maintained at all times.

Also, as Operations Manager, I have direct responsibillty for the reservations department in the hotel which is the
most, in terms of profit and revenue, is the most important department in the hotel. It's where we make sixty per cent of
our revenue in the hotel.

People can book hotel reservations in a number of ways including, obviously now the most recently,
the internet, which is becoming more and more important for hotel bookings. I wouldn't say
overall it is going to increase our bookings, we have to be aware of it because it's a
different method of the way guests can book.

So, we have to make sure we are offering the right rates, at the right time and in simple English, so that
everyone around the world can understand, as now it is not just travel agents accessing the hotel information,
it's somebody sitting at home.

Quiz

Did you work out what those words mean? Well, test yourself with this
little quiz. Click on the answers you think are correct and press 'Check
Answers'.

When making a booking, I suppose the most important thing to remember, if you are a leisure traveller, is to
book as early as possible because that's when most of the discount or promotional offers will be available.

When you make the reservation always, if you are making it by phone or the internet,
always ask for or write down the confirmation number. And they will then be able to easily find your
booking, even if they have spelt your name wrong or something has gone wrong.

If you have any preferences for rooms, such as you'd like a room which is quiet,
or at the front of the hotel, or it's not near a lift or it is near a lift, then again
I would suggest, or recommend, that you make these at the time of booking. Once you check in on
the day, those preferences might not be available when you check in.

To guarantee your room, hotels in London, or in England specially, will ask for a credit
card or a confirmation which will guarantee that your room is held, basically
all night or for late arrival. Most UK hotels will, if it is not guaranteed by a credit
card, or some form of payment, will release the room between 2 and 4 pm now.